Lakesha Burton
Mesquite,TX
Summary
Customer driven, highly motivated with an exceptional ability to convey a clear message across key areas of financial and non-financial audiences. Recognized for excellence in multiple phases of collections, customer service, and performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Patient Care Tech/HUC
Baylor Scott & White Health
10.2022 - Current
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at clinic.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Took vitals and blood sugar, restocked supplies in each room and supply closet and medicine room, bathed patients, changed linen and trash in patient rooms
- Answered approximately 30+ phone calls for unit and clerical work
- Processed incoming and discharged patients.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
Patient Transporter
Aramark- Baylor Scott & White
02.2022 - 10.2022
- Transport patients to appointments throughout hospital and room to room
- Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout team.
- Warmly greeted patients and visitors and made each feel welcome.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
- Reduced patient anxiety during transport by maintaining open communication and answering questions.
Package Handler/Delivery Driver (Part-Time)
AMAZON
09.2021 - 07.2022
- Unloaded and loaded trucks
- Scanned in packages and built pallets to stage for delivery
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Delivered over 300 packages daily
Policy Management Group
Automobile Club of Southern California
11.2018 - 12.2021
- Took inbound calls for Auto and Home Insurance customers, making payments, policy review and inquiries
- Took Membership calls for new and existing customers
- Assisted with taking calls for Roadside Assistance
- Assisted with 100+ calls daily
- Ensured consistency between different departments'' practices by conducting interdepartmental assessments and providing feedback on procedural alignment.
- Evaluated effectiveness of implemented policies by analyzing data and metrics gathered from various sources within organization.
Claims Associate
STATE FARM
11.2013 - 11.2018
- Comply with Standard Claim Process to advance new claims and initiate claim handling activity properly routing calls/claims filed to appropriate segments
- Set customer expectations about timing of claim process
- Recognize and explain terms of policy as appropriate
- Open applicable causes of loss
- Send applicable letters and/or email to customers
- Explain schedule rental and repair programs as applicable
- Explain Auto Damage Service Programs (ADSP)
- Have maintained high score in call evaluations and met goals set in adherence and handle time
- Taking Fire & Auto claims
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of claims handling.
Collector
CREDIT PROTECTION ASSOCIATION
01.2013 - 01.2013
- Inbound and Outbound third party collections for utility, auto, video rentals and cable companies
- Answer any questions about customer's accounts
- Took payments by phone and set up payment arrangements
- Took 140+ calls daily
Manager Trainee
AARON'S
01.2012 - 01.2013
- Took payments, updated addresses and phone numbers
- Took outbound collection calls, did field visits to recover merchandise or find customers that had skipped out
- Reached monthly goal for 3 consecutive months for collecting
- Process new customers, sales, pick up returns and deliveries
Sr. Inbound Customer Service Rep
CAPITAL ONE BANK
01.2012 - 01.2012
- Took loan payments by phone, ordered checks and debit cards for over 100 customers
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Updated addresses and phone numbers on customer's account
- Signed up customers for Online Banking and Bill Pay
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Administrative Assistant
GATEWAY CHARTER ACADEMY
01.2008 - 01.2012
- Draft correspondence, forms, reports for Principal and all administrators and staff members
- Scheduled office meetings and client appointments for staff teams.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Enrolled and withdrew new and old students
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Set up and took minutes for School Board Meetings
- Assist Senior Sponsors and different committees
- Assist students with college applications, waivers, and transcripts
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Education
Diploma - Certified Event Planner
Penn Foster College
Scottsdale, AZ05.2011
Some College (No Degree) - Business Management
El Centro College
Dallas, TXHigh School Diploma -
Lincoln High School
Dallas, TX05.1998
Skills
- Collections
- Customer service
- Hospital experience
- Acute & Primary care
- Clerical experience
- Windows
- Data entry
- Call center
- Microsoft Office
- Lexis-Nexis
- HIPAA Compliance
- Multitasking ability
- Patient Care
- Verbal and written communication
- Medical Terminology
- Office Administration
Certification
- Texas Adjusters License, 12/01/17, 12/01/19
- Food Handler Certification
- CPR/BLS Certification, 01/01/23, 03/01/24
- Driver's License, 12/01/20, 12/01/25
- AED Certification
- Certified Notary Public
Timeline
Patient Care Tech/HUC
Baylor Scott & White Health
10.2022 - Current
Patient Transporter
Aramark- Baylor Scott & White
02.2022 - 10.2022
Package Handler/Delivery Driver (Part-Time)
AMAZON
09.2021 - 07.2022
Policy Management Group
Automobile Club of Southern California
11.2018 - 12.2021
Claims Associate
STATE FARM
11.2013 - 11.2018
Collector
CREDIT PROTECTION ASSOCIATION
01.2013 - 01.2013
Manager Trainee
AARON'S
01.2012 - 01.2013
Sr. Inbound Customer Service Rep
CAPITAL ONE BANK
01.2012 - 01.2012
Administrative Assistant
GATEWAY CHARTER ACADEMY
01.2008 - 01.2012
Diploma - Certified Event Planner
Penn Foster College
Some College (No Degree) - Business Management
El Centro College
High School Diploma -
Lincoln High School
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